Can't believe this company has the audacity to advertise and sell products in South Africa

Paid for an order a month ago, the amount went off on the 14 Jan 2025. I requested a shipping update only to get an email to say the order was not received, with a statement of non-delivery attached. How was the order not received, if I received an order confirmation via email, order no.***, and the funds were deducted from my bank account. This is unacceptable don't you think? How does Fruugo keep the money for a month and not send any communication regarding a possible issue? Had I not followed up, how long would Fruugo just have kept the money? P.S I am still waiting for a refund.